Grievances
If something hasn’t gone right, tell us and we’ll fix it fast. Below is how to submit, response timelines, and escalation paths.
When to raise a grievance
- Service quality — delays, outages, unmet deliverables.
- Billing & contracts — invoice disputes, scope mismatches.
- Security & privacy — data handling, access controls.
- Conduct — communication or behavior concerns.
- Other — anything that needs attention from leadership.
For urgent security events, email hello@cloudinfraflow.com with subject “SECURITY: [short summary]”.
What to include
- Project / company name and your contact details.
- Ticket / PO / invoice references (if any).
- What happened, when it happened, and expected outcome.
- Impact (users affected, environments, timelines).
- Attachments: screenshots, logs, emails (optional).
Response timelines (SLA)
- Acknowledgement: within 1 business day.
- Initial investigation: within 3 business days.
- Resolution/plan: typically within 7–10 business days (complex matters may require more time; we’ll keep you updated).
Escalation path
- Reply in the same thread asking for escalation and include your ticket ID.
- If not resolved, email hello@cloudinfraflow.com with subject “ESCALATION: [ticket ID]”.
- We’ll arrange a call with a delivery lead to agree next steps and timelines.
Submit a grievance
Use the button below to open your email client with a ready-to-fill template.
File a grievancePrefer a call? Mention your availability and we’ll schedule one.
Privacy
We’ll use the information you provide solely to investigate and resolve your grievance in line with our Privacy policy. Please avoid sharing secrets, passwords, or OTPs.